Customer Support Engineer

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Overview

The Customer Support Engineer will work closely with the Engineering Team to provide daily technical assistance to customers, address various technical matters, and support maintenance activities planning and execution phases. The team supports the operation and maintenance of OEM Steam/Gas/CCGT Turbines and related Control and Auxiliary Systems, providing engineering support during outages, operation, and for new business development or existing business expansion. The goal is to ensure reliability, availability, and safety of operating assets.

Responsibilities

• Provide problem resolution for customers related to gas turbines, steam turbines, generators and relevant auxiliaries.
• Work within a multidisciplinary engineering team and learn gas turbine, steam turbine, and generator operational aspects in addition to primary duties.
• Assist engineering manager and team with various customer support activities.
• Travel to sites and customer premises as required.
• Prepare and write technical reports, technical procedures, and other documentation under supervision.
• Respond to internal and external customer requests for technical issue resolution using technical knowledge and sound engineering principles.
• Escalate issues as needed, acting as a liaison between field and design to drive technical resolution and corrective actions.
• Establish and maintain relationships with customers to address technical issues/requirements in a timely manner.
• Lead and manage root cause analysis for technical issues and drive solutions.
• Work autonomously, take the lead in developing solutions, and operate under pressure with tight deadlines.
• Know and implement the quality policy of MPW-EU and comply with safety policies, practices, and procedures at all times.
• Protect confidential information and avoid disclosure to third parties.

Who can apply?

• You must have a Full Right to Work in the UK.
• You must have a Full UK Driving License and access to a car (travel between sites may be required).
• Bachelor's Degree in Mechanical Engineering is preferred, with exposure to Gas Turbine design, operation, repair, service, installation or commissioning.
• Experience in developing and writing specifications and/or proposals.
• Effective customer service and strong organizational skills.
• Strong analytical and problem-solving abilities and adept at communicating with all levels of the organization.
• Proficient technical report writing and communication skills.
• Ability to work in a multidisciplinary team with diverse cultures and nationalities.
• Good knowledge of MS Office Suite (Word, Excel, PowerPoint) and experience with simulation software.
• Fluency in business English; knowledge of Japanese is advantageous but not essential.
• Benefits include contributory pension, EV car scheme, AXA private healthcare (including dentist and optician cashback, virtual GP), life assurance, discretionary annual bonus, discounted gym membership, and workplace nursery benefit.

Seniority level

• Entry level

Employment type

• Full-time